Customer Support Engineer

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long-term net zero emissions by 2030.Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC todayMust Have Technical/Functional Skills5+ years of experience with GE Smallworld PNI, Core SW4, SW5, EO, GDO, GTO, GSS, GSA, DM, MES, NRM, K85+ years of experience with magik, Java, VMDS & Oracle DatabaseSQL, shell scripting, ability to read and interpret logs & debug filesInstallation of Operating system patches and other 3rd Party Software such as ONA, Data Center Management,System configuration and Hands on Experience with installation of GE Smallworld suite of products.Must have experience in picking up and installing fixes on live customer systemsProven track record of problem analysis, identification and resolutionStrong troubleshooting & debugging skillsGood communication skills (verbal and written)MS office applications (Word, PowerPoint, Excel) and MS Outlook competencyObject-Oriented programming techniques, Oracle, and/or system administration, is a plusRoles & ResponsibilitiesThe Customer Support Engineer will be responsible for meeting business objectives by developing practical andinnovative ways to identify and meet goals, coordinating with cross functional teamsand driving closure on customer issues raised on GE Smallworld productsResponsible for addressing customer issues and concerns with Smallworld applicationsGeneric Managerial Skills, If anyEnsure customers’ success by fostering a balanced relationship that benefits both GE and the customerwith the goal of producing the highest level of customer support and satisfaction. In this role, you will:Take a leadership role in strategizing with internal staff and customers to solve and prevent re-occurrence of issues.Engage with customers on day to day issues; organize customer calls to facilitate implementation of solutionswhile adhering to change control, compliance protocols. Ensure solution does solve the customer’s issue.Mentors staff in troubleshooting and analysis methodsKnowledge transfer – write user/technical documentation and case notes. Act as a technical resource for staffPrimary contributor to Knowledge Base system for customer specific issues that will benefit the greatercustomer and support teamAnalyze and troubleshoot issues involving all aspects of GE solutions, including but not limited to user interface,network and communication connectivity and performance, interoperability, data collection/storage, visualization, analytics,associated control systems and interfaces to enterprise systems.Own and manage personal caseload and perform case follow-up.Troubleshoot and identify product problems for presentation to engineering for resolution or disseminates appropriatenecessary information to correct issues.Adhere to all Quality processes. Ability to be part of an on-call rotation for after business hour customer calls.Ability to travel to customer sites.